Philippine Airlines (PAL) has implemented Amadeus’ new Self Re-accommodation solution, allowing passengers to seamlessly choose and rebook their itineraries in the event of flight disruptions amid the pandemic.
The solution not only improves customer experience, but also reduces the load on PAL’s call centre and airport agents managing re-bookings, ultimately reducing the cost of operations for the airline.
Amadeus’ self-service solution helps Philippine Airlines’ passengers deal with flight cancellations or delays
Oscar Enrico Reyes Jr., senior vice president for marketing and sales, PAL, said: “During the first seven months of the solution going live, more than 160,000 passengers with disrupted flights have benefited from this self-service tool.
“The Self Re-accommodation tool is an integral part of our omnichannel strategy and provides critical information and control for our passengers when they need it the most. Our next step is to give more control to passengers by empowering them with a self-service refund tool, without any penalties, if they are not happy with the alternative flights provided.”
The Amadeus Self Re-accommodation solution comprises a booking engine and user interface. Part of the Amadeus Digital Experience Suite, the solution supports travellers in the event of flight cancellations or delays.
When a disruption occurs, PAL’s passengers will receive an alert, redirecting them to the airline’s Self Re-accommodation page. There, they can accept the default flight offered by the airline or choose a replacement flight free of charge according to the airline’s disruption policy.
The implementation is part of a digital deal Amadeus signed with PAL and comes close on the heels of the carrier’s passenger service system migration to Amadeus.
Philippine Airlines (PAL) has implemented Amadeus’ new Self Re-accommodation solution, allowing passengers to seamlessly choose and rebook their itineraries in the event of flight disruptions amid the pandemic.
The solution not only improves customer experience, but also reduces the load on PAL’s call centre and airport agents managing re-bookings, ultimately reducing the cost of operations for the airline.
Oscar Enrico Reyes Jr., senior vice president for marketing and sales, PAL, said: “During the first seven months of the solution going live, more than 160,000 passengers with disrupted flights have benefited from this self-service tool.
“The Self Re-accommodation tool is an integral part of our omnichannel strategy and provides critical information and control for our passengers when they need it the most. Our next step is to give more control to passengers by empowering them with a self-service refund tool, without any penalties, if they are not happy with the alternative flights provided.”
The Amadeus Self Re-accommodation solution comprises a booking engine and user interface. Part of the Amadeus Digital Experience Suite, the solution supports travellers in the event of flight cancellations or delays.
When a disruption occurs, PAL’s passengers will receive an alert, redirecting them to the airline’s Self Re-accommodation page. There, they can accept the default flight offered by the airline or choose a replacement flight free of charge according to the airline’s disruption policy.
The implementation is part of a digital deal Amadeus signed with PAL and comes close on the heels of the carrier’s passenger service system migration to Amadeus.